SDM INFRASTRUCTURE IT

 PURPOSE

 The Infra Service Delivery Manager (SDM) ensures

o KPI and SLAs are in line with the contract's commitment and remain adequate with expectations.

o Follow suppliers billing in adequation with the order

o Services delivered are aligned with the agreed architectural design and contract

o Ensure incidents follow-up when they occur (in coordination with Regional Incident Manager) to have the appropriate response from the suppliers

 The Infra SDM supports the different Operations managers for KPIs consistency and consolidation.

 The SDM will be responsible for overseeing all IT infrastructure services, including network and telecom, datacenter and hosting services, and digital workplace services. This includes ensuring service levels are met, incidents are managed promptly, and continuous improvements are implemented across all infrastructure domains.

Areas of responsibility

 Contract management / follow up

o Review existing agreements associated with the service delivery provider and publish

o Share and summarize mains SLAs, KPI, and penalties of our main suppliers and services in a simple manner

o description of the main services, the service model, how to reach the support and when, the governance (i.e. operational / financial / steering committees, with relevant attendees for each, the frequency, what is expected in these committees, etc.), the escalation matrix, associated PKIs and SLAs, and any other relevant information

o Organize and support the financial reporting from the provider and the budget process with the different ISP areas

o set-up meetings associated with governance, ensure required attendees are present/accounted for, ensure minutes are published by supplier and check accuracy.

o address issues promptly as they arise

Network & Telecom:

 Ensure that network and telecom services are delivered in accordance with SLAs and KPIs, addressing any issues with suppliers promptly. Here are the main contracts:

o SDWAN managed services

o MPLS managed services

o Internet proxy managed services

o WAF managed services

Datacenter and Hosting:

 Oversee the availability, performance, and security of all datacenter and hosting services, including on-premises, private cloud, and public cloud environments.

 Manage resource optimization and cost control, ensuring efficient use of hosting platforms.

 Coordinate service migrations to cloud-based environments and manage hybrid IT setups.

Digital Workplace Services:

 Manage the delivery and support of digital workplace services, including collaboration tools, device management, and virtual desktop environments.

 Ensure that digital workplace technologies are user-friendly, secure, and aligned with business needs.

 Drive initiatives aimed at improving the employee experience with workplace technologies.

 Delivery

o Manage providers delivery performance by setting up standardized and published SLAs and KPIs regularly followed-up

o propose quickly a 1st set of relevant SLAs/KPI to follow

o Put in place a reporting template

o Ensure a dashboard is produced

o Ensure services across network, telecom, datacenter, and digital workplace functions are delivered according to service levels and quality standards. Put in place the governance agreed with the suppliers (frequency depending on signed contracts)

o Ensure the respect of the processes and SLA by the suppliers

o Calculate the penalties when necessary and ensure they will be due

o Analyze and exploit the SLA/KPIs by setting up appropriate actions plans in case of deviation

o Ensure proper communication with stakeholders (internal and external)

o Ensure that the IS systems on each side communicates properly (API/interface)

o Ensure that Incident process is fully in place and followed

o ensure action plans required depending on incidents on suppliers' side are followed with an action list including the action, the responsible for the action, the due date at minimal, and any other additional info that could be relevant.

o Coordinate with Regional incident managers

o Oversee the communication and ensure that Performance is fully shared among users' community

o Ensure all the associated reporting, action plans defined above is stored in an accessible location, validated with all relevant parties

 Operation & support

o Support regional operations managers in monitoring ongoing incidents and changes.

o Escalate production incidents as needed, ensuring proper resolution.

o Oversee cloud operations, especially with services such as Microsoft Azure.

o Support the "move to production" for new projects, ensuring seamless transitions.

 Continuous Improvement

o Telco run follow-up (bandwidth, etc.)

o Produce a monthly/quarterly report to properly follow-up bandwidth usage

o Overused/underused site / bandwidth with yearly, quarterly, monthly trend

o Underused/Overused site / bandwidth with yearly, quarterly, monthly trend

o Follow-up the relevant actions in the action list described above

o Ensure the info is share with all relevant parties and stored in the agreed location

o Ensure the follow-up is in place with the suppliers (Nomios, Newlode, Microsoft, HP, Stefanini, Accenture, Zscaler, GlobalSign, Econocom, Okta, Oxya, Orange, I-Tracing, etc. as soon as it is relevant,) and the regional teams

o Ensure RUN activities follow-up for the managed services contracted.

o Review of incidents and change tickets with suppliers

o Review the trends through dashboards that can be shared

o Deviation should be analyzed, and actions defined an agreed with the supplier

o Analyze existing processes to optimize operations and reduce costs.

 Knowledge Management

o Update the knowledge management system with relevant documentation across all IT infrastructure services.

Expected results

 Ensure high service availability, quality, and alignment with business objectives across all IT infrastructure domains.

 Manage budgets and maintain quality standards for services released to production.

 Ensure timely and efficient delivery of services, with proper communication and coordination among stakeholders.

Position sizing

 The Infra SDM is a part of Global IS organization.

Required skills and qualifications

Service Delivery Management:

 Experience in managing end-to-end service delivery processes, including SLA/KPI management, service reporting, and billing.

 Ability to manage external service providers and vendors, ensuring service quality and alignment with contractual terms.

Incident Management:

 Strong understanding of incident management, including the ability to handle escalations and lead the resolution of complex network issues.

 Experience in following ITIL processes for incident and change management.

Project Management:

 Ability to manage infra-related projects such as IP Plan, Network segmentation, network infrastructure transitions, service migrations, HCI migrations, DLP integrations, etc.

 Proven experience in managing cross-functional teams, coordinating between technical and non-technical stakeholders.

Technical Expertise:

 Strong knowledge of network architecture design (LAN, WAN, SDN, Datacenter, Workplace) and hands-on experience with Cisco, Microsoft, SSO, MFA, and VPN technologies.

 Proficiency in security technologies such as firewalls (Fortinet, Palo Alto), NAC (Cisco ISE), WAF, Identity Management, XDR, etc.

 Knowledge of QoS configuration and optimization, especially in environments with unified communications tools like Microsoft Teams.

Vendor and Contract Management:

 Experience in managing third-party vendors and service providers, including performance evaluation and contract negotiation.

 Ability to monitor and ensure adherence to SLAs and penalties, particularly in complex infrastructure environments.

Technical Support and Troubleshooting:

 Ability to provide Level 1/2 technical support for infrastructure services, including troubleshooting, configuration, and monitoring.

 Experience with monitoring tools and protocols.

Leadership and Communication:

 Strong leadership skills, capable of managing technical teams, and providing clear guidance and support.

 Excellent communication skills, with the ability to report on service performance, risks, and incidents to senior management.

 Fluent in both French and English (B2 level or higher in English).

Tools and Technology:

 Strong knowledge in SD-Wan, On-Prem and Cloud Hosting, IAM Operations.

 Proficiency in ITIL frameworks and tools used for incident, change, and problem management.

Business Acumen:

 Understanding of financial aspects of service delivery, such as budget management, cost optimization, and ensuring alignment of services with business objectives.

Skills:

 Structured, Self-Driven, Transparence and being reactive.

 Experience in managing infrastructure transitions and migrations.

 Familiarity with cloud-based communication platforms.

 Experience in managing WAN and SDWAN environments for large-scale networks (20+ sites).

 Familiarity with high-availability environments like Datacenters or large corporate networks.